Your System is Completely Down
If your Lutron HomeWorks Illumination system has completely stopped responding: You're not alone, and there are immediate steps you can take. This guide covers emergency response procedures.
Call Boston Automations Emergency Line: Available 24/7 for system failures.
Step-by-Step Emergency Response
Assess the Damage
Is it a complete outage or partial failure?
- Complete outage: All lights unresponsive, all keypads dead, entire system non-functional
- Partial failure: Some zones work, some don't; some keypads respond, others don't
Complete outage typically indicates processor failure. Partial failure may allow temporary workarounds.
Locate Your Electrical Closet and Processor
Find your Lutron processor (usually in the main electrical closet or utility room). Check the processor status lights:
- All lights off: Possible power issue. Check the circuit breaker—is the processor breaker tripped?
- Red or blinking lights: Processor is powered but in error state
- Steady green lights: Processor may be functional; problem is elsewhere
Try a Soft Reset
If the processor has power but status lights indicate problems:
- Locate the processor's main power switch or circuit breaker
- Turn it off and wait 30 seconds
- Turn it back on and wait 2 minutes for it to boot
- Check if system responds to keypads
Important: Do not repeatedly cycle power. If the soft reset doesn't work, stop and call for emergency support.
Check for Manual Overrides
Many Lutron installations include manual override switches on dimmer panels. These allow you to control lights even if the processor is offline:
- Go to your electrical closet
- Look for dimmer panels (metal boxes with circuit breakers or switches)
- Look for manual dimming controls or raise/lower buttons
- These let you restore basic on/off or dimming control to individual circuits
Not all systems have manual overrides. Check your system documentation or call for guidance.
Document Everything
Before calling for support, document:
- When the failure occurred (exact time if possible)
- What was happening before failure (power surge? strange sounds? gradual decline?)
- Processor status light colors and patterns
- Which circuits/zones are affected (all or some?)
- Photographs of processor status lights (very helpful for remote diagnosis)
- Your system's processor model (typically on a label on the processor)
This information helps technicians diagnose the problem quickly.
Contact Boston Automations Emergency Support
Boston Automations offers 24-hour emergency response for system failures. When you call, be ready with the information from step 5.
What to expect:
- Initial triage to determine severity
- Remote diagnosis attempt (may take 15-30 minutes)
- Dispatch of emergency technician if remote fix is impossible (4-6 hour response window in most cases)
- Temporary lighting solutions while waiting for technician
Average emergency dispatch: Technician arrives within 4-6 hours for homes within our service area. Immediate response for 24-hour contract holders.
Temporary Workarounds While Waiting for Support
If your system is completely offline and you're waiting for emergency response, here are temporary solutions:
- Use manual overrides: If your system has manual switches, use them to restore basic lighting to critical areas (bedrooms, bathrooms, living areas)
- Deploy temporary lighting: Bring in portable lighting (lamps, flashlights, battery lights) to critical areas
- Set up generators: If you have concerns about broader power issues, a portable generator can power temporary lights
- Keep home secure: If you have motorized gates or security lighting on the Lutron system, consider whether backup security measures are needed
- Communicate with family: Ensure everyone knows which lights/areas have been restored and how to use temporary lighting
After Emergency Stabilization: What Happens Next?
Once your system has been stabilized (lights restored via manual controls or temporary solutions), the next phase is diagnosis and planning:
- Full system diagnosis: Boston Automations conducts a complete assessment to determine the exact failure cause
- Repair feasibility: Some failures can be repaired (control wiring, keypad replacement, circuit issues). Others cannot (processor failure)
- Repair vs. Upgrade discussion: If repair is possible, we discuss costs. If not, upgrade planning begins immediately
- Temporary control: While planning upgrades, we can often provide manual control solutions to get your system partially functional
- Upgrade timeline: If processor has failed, plan for urgent upgrade within 1-2 weeks to QSX
Why Emergency Response Matters
A complete system failure isn't just an inconvenience—it can impact security, safety, and home function. Motorized gates won't operate. Security lighting is offline. Homeowners with mobility issues lose essential automated controls. Emergency response gets your home back to basic function as quickly as possible while diagnosis and repair planning occur.
System Failed? Contact Emergency Support Immediately
Boston Automations is here 24/7 for system failures. We'll get your home back to operational status quickly and discuss permanent solutions.
Call Emergency Line